Note: The job is a remote job and is open to candidates in USA. NiCE is a global software company providing AI, cloud, digital, customer experience, financial crime, and public safety solutions to businesses worldwide. The Vice President of Customer Success for the Strategic Segment will lead customer success for major enterprise accounts, oversee Technical Account Managers and Customer Success professionals, and drive customer outcomes and long-term relationships. The role is responsible for strategic leadership, cross-functional collaboration, team development, customer success metrics, process improvement, executive customer advocacy, performance management, and financial accountability.
Responsibilities
- Define and execute the vision for customer success within the Strategic Segment, ensuring alignment with company-wide objectives and business priorities
- Partner effectively with Sales, Services, Product, and R&D teams to deliver on customer outcomes and drive innovation
- Build, mentor, and inspire a high-performing, customer-focused team. Foster a culture of accountability, innovation, and engagement
- Maintain and improve key performance indicators, including:
- Net Promoter Score (NPS)
- Transactional Customer Satisfaction (CSAT)
- Customer Retention
- Referenceability
- Account P&L
- Achievement of customer business objectives
- Customer health scores
- Support for upsell, cross-sell, and renewal efforts
- Identify and implement scalable frameworks, processes, and technology enhancements to improve team efficiency and customer outcomes
- Serve as an executive point of contact for strategic accounts, ensuring satisfaction and acting as a trusted advisor
- Conduct regular one-on-one meetings with direct reports, track progress against goals, and provide coaching and feedback to support growth
- Own the P&L for the Strategic Segment, managing staffing costs, travel expenses, and other budgetary considerations
- Oversee billing practices and ensure compliance with invoicing protocols
- Approve credits or adjustments as needed to maintain customer satisfaction while upholding financial integrity
Skills
- Bachelor's degree in Business, Finance, Technology, or a related field (or equivalent work experience)
- 15+ years of experience in customer service, contact centers, or B2B technology
- 10+ years of experience leading high-performance teams
- Proven experience managing relationships with Fortune 500 brands
- Exceptional ability to lead cross-functional initiatives and influence outcomes across Sales, Services, and Product teams
- Strong understanding of customer success metrics and KPIs, with a track record of maintaining and improving performance
- Comfortable explaining and discussing software concepts with enterprise-level customers
- This role may require domestic and occasional international travel
- Leadership experience in a SaaS company
- Master's degree in Business, Finance, or a related field
- Familiarity with SaaS tools like Salesforce and Gainsight
- Experience with contact center technologies, premise-to-cloud migrations, or enterprise software support
Benefits
- The chance to learn and grow
- Endless internal career opportunities across multiple roles, disciplines, domains, and locations
- A fast-paced, collaborative, and creative work environment
Company Overview
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